Verizon Communications

Review: This complaint relates to both a billing and customer service issue. It seems that every month I have a problem with my fios bill. Last month the issue was rectified and now it's a new problem. I received a call from a verizon fios rep (Raj) informing that I was eligible for a faster internet speed at no cost. I was fine with my slower speed so I wasn't keen on making any changes but he convinced me to take advantage of the free upgrade. So I did. Fast forward to this month's bill, I was charged nearly $40 more.. then my bill was adjusted $20 but still $20 over what I was originally paying. Turns out Raj lied. I called verizon (8/**) and spoke to Emma, who was not knowledgable or helpful. She also started to get impatient when I kept asking questions of which she provided no clear answers. Even after explaining that I was lied to by the unscrupulous sales rep, she told me nothing could be done to adjust my bill. While the services were downgraded.. I was still stuck with a bill for a service that I didn't seek out. I even suggested she listen to the recorded call which clearly proves what the rep told me on July **. She downgraded my internet speed and told me next month's bill would be automatically adjusted to $105.. not sure if that's the truth. I'm frustrated with the underhanded tactics that some of these reps use to dupe customers. Verizon needs to seriously look into removing these scam artists and re-train others to be customer service friendly. I truly want to disconnect my service because these surprises keep showing up on my bill.Desired Settlement: Adjust my bill to a consistent amount as it was in the beginning when I initially signed up.

Review: I am going to put this as politely as possible as I am immensely frustrated with Verizon Fios service. On **JUL2015 we signed up for a plan ( first order number) that could be canceled without penalty at anytime (never a 2 year contract-- as we are both military and move often thus did not want to sign a contract) that plan included: Double play ($50.00), HBO-- Free for 24 months (Fee waived), Rent Digital adapter ($5.99) and estimated monthly total (after taxes/fees) $59.57. A secondary issue: we were told that if during installation we did not accept nor activate the digital adaptor that the rent fee would be taken off; of note we were charged a rent fee and do not have a digital adaptor--the only TV we wanted was HBO Go access (again this is a smaller secondary issue). On **JUL we have an email saying our plan was changed; however NO one changed the plan; of note I had called in that day asking about plan options to make sure my husband had signed up for the best deal. As I said I NEVER changed the plan, in that situation we lost all of the original promotions (HBO) and the price changed to $93.61 for the exact same plan!! …I assume this was done so that this representative could make commission. Then when we noticed our plan/price changed we called in; and that representative attempted to fix our plan to the original. (this has a second plan number). On Dec[redacted] our HBO was turned off, we called in to ask why and the representative stated because we were not in a 2 year contract anymore ( PLEASE note we never started a two year contract, the original plan we set up was as noted above, where we could cancel service any time with no penalization; we have spoken to several representatives that say they can tell our original plan was not a contract and that it shows we had HBO free for 24 months...I do not even watch cable and only signed up for double play and Verizon because of the HBO deal). Also this was canceled out of the blue again, we never called and changed anything and everything had been working perfectly for several months. So when we called in on * DEC during this conversation the representative changed our plan again (without us agreeing-- she had told us she was only going to turn HBO back on put a temporary adjustment to our plan and file a note with the specialty team--instead it even changed our double play price again) and reinstated HBO and filed a form with the specialty team. As of today * DEC our HBO has been turned off again. Please realize all we have wanted from the start is the plan we originally agreed to (that we NEVER changed), it was the reason we choose Verizon FiOS over other companies. Thus I request either the original plan is reinstated OR our setup and activation fees reimbursed and our plan canceled; I see nothing less as acceptable. We would have not paid to set up and activate Verizon FiOS if it was not for the original plan we were set up for included what we wanted at the price we wanted. We have every single email still including our original plan if that is required. Please note I have also spent HOURS on the phone since starting with customer service, my time has value and the situation has still not been properly resolved.Desired Settlement: I request either the original plan and price is reinstated OR our setup and activation fees reimbursed and our plan canceled; I see nothing less as acceptable.

Consumer

Response:

The issue has been resolved. It was resovled this AM after speaking with a supervisor, who did a terrific job listening and reviewing the case. I do wish however this would not have taken calling in talking to a new representative attempting to fix the issue as many times as it had; I have spent over 6 hours on the phone trying to resolve this issue. But luckly this most recent time we were able to get a hold of a very helpful supervisor.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On 9/**/25, a Verizon representative reported to my home to install internet service. After the service was complete, the technician left my residence. My brother went outside to rake the leaves and noticed the technician left wires down. Before the technician left, he did not ever state another appointment was needed. He just left the wires down. I called the technician and he stated that he will have someone from the office return to pick up the wires. It has been a week and no one has come. I am not sure if these wires are dangerous but there are kids in the neighborhood and my neighbor is concerned about the downed wires. I called Verizon but they require that I take another day off in order for the representative complete any work. I want the wires removed from outside and placed properly. I have left several messages with the his supervisor and no one from the local office has returned my call and the customer service representatives tag this situation as a internet issue. The internet is working fine.Desired Settlement: I would like for Verizon to fix the downed wires. This is an outside issue. I can't afford to take off from work. Their technician was very negligible by leaving the wires down and not notifying me of the issue.

Business

Response:

Subsequent to receipt of the complaint, a technician was

dispatched December *, 2015 and he removed the wires left from the prior job. I contacted [redacted] to confirm that the

work was done to her satisfaction. She

advised me received a call from the local manager, Mark M[redacted] and thanked me

for the follow-up. She said the matter

is resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My FiOS bundle cost has spiraled out of control, and am on an old package system that no longer exists. Called simply to obtain a new bundle and 2 year agreement, and was put on hold for 20 minutes, and when the office closed at 12:30, the representative just hung up rather than handle the call. I tried to call back and was informed that the office was closed now.Desired Settlement: My package changed to the $79.99 advertised price on Verizon's website for a FiOS triple play bundle or I will be discontinuing my service with Verizon.

Business

Response:

Company records show that the customer has a bundle that includes a grandfathered TV plan. A new contract or promotion would require the removal of his current plan. On 8/**/15, Verizon called [redacted] regarding his complaint. He advised it wasn’t a good time. On 8/**/15 the company made another attempt and was unsuccessful. An email has been sent providing [redacted], direct contact information should he wish to discuss his account.

Review: On 6/**/2015 two sales representatives for Verizon came into my office to discuss switching from our current phone and internet carrier Time Warner Cable to them. We were assured numerous times that they would be able to negotiate our 3 year contract with TWC down to $500 and they will pay they for us. After our 30 day trial, I called the two representatives to ask when they would be contacting TWC to have our serviced stopped and contract ended. After not being able to reach the two representatives, I called customer service and was advised that I was misinformed that Verizon DOES NOT ever say they can get you out of your contracts and asked if I have that in writing, which of course I do not. I would have never agreed to switch since I knew and discussed with the representatives that TWC charged almost $5000 early termination fee and they said that's not true they negotiate them down to $500 all the time. I have a bill for $857.81 in early termination fees and a total bill for $1482.91 for termination and services that I would not have agreed to if the truth was told to me.Desired Settlement: No monies owed as were mislead by Verizon sales representatives, as we were lied to, I have 2 other persons that were present when these lies were told numerous times.

Business

Response:

We were able to confirm that the information provided to you by the outside sales agent in regards to the early termination charges was incorrect. A credit has been issued to the account for the amount of $1,187.31. This credit includes the termination fee of $1,133.31 and the cost of the modem/router $54.00. The credit will post to the account within the next 3-5 days leaving you with a balance due of $295.60.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Reference: [redacted]

Summary: [redacted]. A detailed summary is below, followed by a full transcript of our [redacted] exchange. Screenshots available upon request.

1. After experiencing problems with wired streaming and wireless Internet speeds, I visited [redacted] on ** September 2015. I was instructed to install Verizon's "In-Home Agent" software, which I did.

2. The In-Home Agent instructions titled "Fix Slow Speed Issues" provided a list of instructions and buttonology that no longer exist in the Agent.

4. I conducted an Internet speed test on [redacted], which showed approximately 70 upload/30 download. I pay for 75/75. I attempted to use Verizon's "Network Diagnostic Tool," but it uses an unsupported [redacted] applet and my browser refused to load it.

5. Because Verizon In-Home Agent instructions and Verizon's Network Diagnostic Tool were both outdated, I contact Verizon Support through [redacted], explaining that (a) I was having trouble with streaming and (b) wireless Internet speeds, and (c) In-Home Agent was provided outdated instructions.

6. Verizon Support ingored my Internet speed test was slow. Verizon support also ignored that the In-Home Agent instructions and Network Diagnostic Tool were outdated. Instead, Verizon Support insisted that I should have no troubles streaming at my decreased speed.

7. Verizon Support asked me to run a traceroute to a streaming service, which I ran to [redacted]. After seeing the results, Verizon blamed [redacted] and ignored my decreased Internet speed and troubles with Verizon software.

8. Again, I responded that I was still having issues with Internet speed and Verizon tools. I was asked by Verizon Support to perform a number of steps related to the "battery," the instructions to which are absent in both the In-Home Agent and on the battery. These instructions were unsuccessful. At one point, Verizon Support asked me to unplug a wall unit and implied I should unscrew an unlabled panel to remove a battery. This seemed dangerous and beyond my hardware proficiency, so I requested more detailed instructions.

9. Verizon Support then directed me to a chat with an agent called "Michael," who conducted additional network tests.

10. Michael offered to send a new router, but otherwise blamed sub-50% connection speeds to factors "outside [Verizon's] control."

11. The problem remains unresolved. The full transcript follows. [redacted]Desired Settlement: 1. Repair connection to streaming services; 2. repair wireless Internet speed, which is below 50% of expected service within immediate proximity of router; 3. update Verizon's outdated In-Home Agent instructions for troubleshooting Internet speeds; and 4. update Verizon's browser-based Network Diagnostic Tools with safe version.

Business

Response:

Our tech support team contacted the customer and found his primary issue is wireless connectivity. While Verizon does not guarantee wireless speed, a replacement router was shipped to the customer. Our tech support team has made several attempts to speak with the customer to confirm the new equipment has resolved his issues. A letter and email has been sent with my direct contact information.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Verizon has attempted to contact me exclusively during hours when I am not available. I have attempted to return the calls, but I cannot navigate the phone menu back to a human. I have not receive an e-mail with a phone number, but would like to. Please resend this e-mail.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The customer advised that he spoke with Verizon's tech support and his issues have been resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I closed my account ([redacted]) at [redacted]. with zero balance in February 2011. I moved to [redacted]. and opened account ([redacted]). My driver's license, voter's registration, income taxes, property taxes and utilities were then at [redacted]. indicate this as my new address from February 2011 to January 2013. The new owner of the number ([redacted]) had a balance due in June 2012. Verizon sold the account to ORION a.k.a. Trident Asset Management. Two weeks ago Trident reported to the credit bureaus that I was in collections over a $160 unpaid bill from June 2012.

VERIZON claims they have no records because they sold the account to ORION.

How can I prove that [redacted] was not mine when VERIZON won't help and knows I lived at [redacted]? These were hard lines, not cell phones. How could I be living and have legal residence at two different addresses? VERIZON is trying co collect for services they did not provide me!Desired Settlement: Complete billing for between January 2011 and December 2013 for [redacted] and [redacted].

Consumer

Response:

Residence of account that was NOT mine from Feb 2011 forward: [redacted]. Residence of account that WAS mine from Feb 2011 to Dec 2012: [redacted]. Residence from Jan 2013 to present: US Army in Germany.

Business

Response:

Verizon’s records show the account had a balance of $166.45 and was sold to Orion. The customer would need contact Orion at phone number ###-###-#### about this matter. Verizon no longer has rights to the account. Verizon has not credit reported the customer. Several attempts have been made to contact the customer via phone. Verizon has not been successful in reaching the customer to discuss this matter further. The information above has been provided to the customer via mail. Verizon's contact information was provided.

Business

Response:

Verizon's response remains. Verizon's records show the account had a balance of $166.45 and it was sold to Orion. The customer would need to contact Orion (the account purchaser) at phone number ###-###-#### regarding this matter. Verizon no longer has rights to the account. Verizon has not credit reported the customer. Several attempts were made to contact the customer via phone at the number provided by the customer. Verizon has not been successful in reaching the customer to discuss this matter further. The information has been provided to [redacted] via mail On 3/**/16, Verizon's representative made another attempt to contact the customer via phone at the number provided by the customer. A recording is currently on the line advising that the number is no longer in service. The number for Verizon's Escalation Team was provided to the customer via mail.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Obfuscation and prevarication.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I am currently moving from my address in Indio, CA to Malta, MT. Verizon does not offer services in Malta, MT. I think it is unfair that I should be charged $170 for an early termination fee due to the fact they do not offer their services where I'm moving.Desired Settlement: Waive the early termination fee of $170.

Business

Response:

[redacted] Case [redacted] According to our records, order number [redacted] was submitted online December *, 2014, requesting the Triple bundle for $119.99 with FiOS Digital Voice, TV Preferred HD and Data at 75/75, with due date of December *, 2014. Custome As referenced in Verizon Terms of Service provided to every customer for review: 10. TERMINATION OR SUSPENSION OF SERVICE. Subscribers with Term Plans; Early Termination Fee. EXCEPT AS OTHERWISE SET FORTH IN THIS AGREEMENT, IF YOUR BROADBAND SERVICE OR ANY COMPONENT OF A BUNDLED SERVICE PLAN IS TERMINATED BY YOU OR BY US AS A RESULT OF VIOLATION BY YOU OF THIS AGREEMENT BEFORE COMPLETING YOUR TERM PLAN, THEN YOU AGREE TO PAY VERIZON THE ETF SET FORTH IN THE PRICING PLAN YOU HAVE CHOSEN. If you terminate Service at your location, your existing Term Plan cannot be carried over to a new Service location. Moving out of the Verizon service area does not relieve the customer from the responsibility of the original agreement established. The customer received monthly discounts as a result of the commitment. Also the customer has not submitted an order to disconnect service at this time; however the early termination fee is valid and will be sustained when the customer disconnects service. We have attempted to reach the customer to provide the above resolution but have not been successful. We apologize for any inconvenience this may have caused the customer. We trust this information will assist you in a final closing out of this case. Sincerely, Laurene R. SW Executive Relations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved They basically reiterated what they've said previously, regardless of what you put in your contract, common sense would tell you not to charge someone an early termination fee for something outside of their control. Doing so shows the lack of morals the Verizon company has and I will be sure to avoid all Verizon services in the future. Worst customer service experience ever and now I know better.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] Case [redacted] Thank you for referring the case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. Order number: [redacted] was submitted on 8/**/15 disconnecting the customer’s service with a courtesy waiver of the early termination fee. A credit has been issued back to 7/**/15; please allow 1-2 bill cycles for credits to reflect on the billing statement. We have successfully reached the customer to provide the above resolution and he is satisfied. We apologize for any inconvenience this may have caused the customer. We trust this information will assist you in closing out this case. Sincerely, Laurene R. SW Executive Relations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Scott M[redacted]

Review: I had made a payment arrangement with verizon to start paying 200.00 a week (starting today 1/*/14) towards my past due balance but unfortunely I can't. my father past away this weekend. I called verizon to let them and to see if I can start paying them on 1/**/14 and they said NO. How can you help me?Desired Settlement: Just to allow me to start paying them next week on 1/**/14 and not interrupt the service.

Business

Response:

Per [redacted] from our Collections group, The customer paid last night after speaking to an associate in the amt of $450 and made another promise to pay for 150.00 on 1/** and 1/**. Customer satisfied, case closed.

Review: I received a $43.54 bill from a collection. I called Verizon who couldn't even find my information and told to just pay the bill

to get it over with. I then talked to an incompetent billing person named [redacted] who told me not only did I owe this

but another bill sent to collections in 2012. He couldn't give me info about either, why I owe money or who to talk to.

When I swore (imagine being told you've been in collections for 2 years and no one can explain why) he freaked out

and said he would terminate the call. He then sent me back to collections who sent me to billing to begin with, where

I talked with [redacted] who said I am being billed for a box I didn't return - which I never received. I asked her for a tracking number,

which she said she couldn't find and because she couldn't find it - I am forced to pay it. What Universe where someone cant provide

a tracking number means I'm stuck with an imaginary box I have to pay for?

I refuse to pay this bill, will reach out and contact the media for this scam and I want to know what [redacted] is talking about for 2012.

A person in collections says there is nothing in 2012, but [redacted] said there is. I was also told by collections it's already on my credit.Desired Settlement: I want this sorted ASAP, an apology and for an email to state this bill has been erased and my credit is fine.

Business

Response:

Our investigation determined the outstanding charges were

for an unreturned router associated with the terminated service.

Review: Verizon FiOS is not delivering the HD content that comes with my Premium package, I am missing VOD Cinemax episodes of The Knick and all of my Starz HD movies which comes with my service. This has been like this for over a week. I pay a premium price for this service and should have it. Verizon FiOS in my local area have been making mistakes with delivering VOD services in d for a long time. I never complained for Verizon about services until I got FiOS. The local Santa Monica FiOS people do not seem to be doing their jobs correctly because this VOD issue has happened several times. Pay money for real technicians...so you customers don't suffer...Desired Settlement: I want Verizon FiOS to deliver the content that is part of my contract with this Premium package including full HD versions of series and movies. Correct the problem on The Knick episodes as all of Season 2 should be on VOD and Starz movies should be in HD...and I pay for this service. Please credit my account for services not delivered.

Business

Response:

[redacted] Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. According to our records the Starz High Definition (HD) problem is a known issue where the provider themselves (Starz) is only providing Standard Definition Video on Demand content at this time. At this time, Verizon has not been apprised as to when Starz will reinstate High Definition content. Verizon has reported this matter to Starz. A Verizon representative spoke with [redacted] whom confirmed the show “The Knick” is back up and running successfully. We apologize for any inconvenience this may have caused. We trust this information will assist you in closing this case. Respectfully, [redacted] Verizon SW Executive Relations

Review: I returned all of my set top boxes via [redacted]. I receive an email notice stating that verizon has not received one set top box

I cancelled my verizon fios service. verizon requested that I return their equipment. They sent me a pre-paid [redacted] box which I filled iwth their modem router, 2 set top boxes and 1 set top HD DVR. Ireturned all of the equipment as requested in a single box. I then received an email on 05.** stating that they were missing 1 set top box. When I called to inquire as to how that could happen, I was transferred to several different people/dept - each one saying that they couldnt help me but that the next person co8uld. I finall spoke to [redacted] operator # [redacted] who confirmed with sales that these emails are often sent out and are erroneous. She said that they would correct the mistake and that they had put in a correction ticket. WHen I asked to get this in writing or via email - she said they could not do that. She could not provide me any update or status report as to the missing item/set top box. She stated that Verizon is aware that these emails are often incorrect and misleading but they continue to send them out to customers with threats of billing for the missing boxes. It was frustatrating as she could not provide any information or date of resolution or anything in writing to me.Desired Settlement: I would like verizon to improve their login system and stop these automated emails that they know are often incorrect. I would like verizon to include on their emails a contact number for the correct department to call with inquiries - instead of giving no numbers and simply transferring customers around. I would like verizon to find the box that I sent back to them and to not bill me for items which I have returned.

Business

Response:

The customer service representative spoke to the customer and confirmed that allsystems show the 3 boxes returned to our inventory. The representative assured the customer that he will not be charged for unreturned equipment. The representative advised the customer that we will stop calling and emailing themfor the last box. The representative apologized to the customer for the calls and explained that his final bill takes approximately 60 days to finalize and the account shows a $52.38 credit status that will update again on 7/**/15. Also, the customer’s concerns regarding our login system and automated emails have been documented.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: In March 2014, my husband I switched from having telephone/internet/tv service from FIOS to having internet only. This led to us being double-billed by Verizon. And, for several months my husband paid both bills as he did not realize we were being double-billed (both account numbers ended in [redacted].) I called in the fall because I was concerned that we were being double billed. I was reassured that we were not being double billed.

In December, I called back with the full account numbers. Verizon had an active account in my name and one in my husband's name. They had setup a new account instead of modifying the existing account. Though we had only one router we were essentially being charged twice to use it.

After several calls I was finally connected to someone who recognized the error and told me that it would be corrected. They explained that the overpayment would be sent to me after the next billing cycle and that I would not be responsible for the unpaid charges on the second account. This person indicated that it might take a few months for the credit to be mailed to me, but that it definitely was Verizon's mistake.

The next day we had an interruption in our internet connectivity when they cancelled the second account. I needed to call technical support to get the internet back. I did not complain of this, even though I had asked if this would occur and was reassured that it would not. I figured as long as I was going to be reimbursed for the overpayments, I would overlook this inconvenience.

I called back on January**, 2015 to question the bill I got that indicated that I owed ~400 to Verizon for the second account.

After the first billing person was unable to help me, I requested that I speak to a supervisor. The supervisor [redacted] was incredibly unhelpful. He said that the customer service person who helped me in December was wrong - that I would not be credited the overpayment and I would be responsible for the charges on the second account as well as an early termination fee. I attempted to calmly explain that while some people may have multiple accounts at a single address, it seemed unreasonable for me to pay twice for a single router. To which he replied that I am paying for the access to the service not the bandwidth. In essence, I was being charged for a second account there is no way I could have used as it was linked to the same router as the other account. To add insult to injury, he also told me that it was my responsibility to ensure that I was billed appropriately so I would not be eligible for a refund of the overpayments prior to my call in December. [redacted] refused to supply his last name or employee ID number when I asked for it to include in this complaint.

This appears to be a predatory billing tactic whereby I am being taken advantage of. No reasonable person would expect to pay twice for something. And, upon discovering the error be told that it is your fault and we will not help you.Desired Settlement: I want to be reimbursed for the over-payment. (~$400)

I want to be released of any obligation to pay on the second account as it was not my intention to set up a second account.

I want to be released of any obligation to pay an early termination on the second account as it was not my intention to set up a second account.

I want Verizon to acknowledge that it is unreasonable to double pay for a single service.

I want Verizon to remove any negative information on my credit report, should it exist.

Business

Response:

[redacted] Thank you for referring the complaint of [redacted] to our office for review. Weappreciate this matter being brought to our attention. Our investigation concludes; [redacted] hadaccount [redacted] with the Triple Play. Records indicate FIOS TV andVoice were cancelled on 4/**/14. There was no request to cancel the FIOS DATAper notes only the TV and Voice. Records indicate account number **###-###-#### began under [redacted] on4/*/2014 with order [redacted]. This account was for FIOS Data only. As a courtesy Verizon has adjusted the [redacted] account number [redacted] as FiOS Data is active under [redacted] with account number **###-###-####. Credit in the amount of $362.44was issued on 2/*/15 clearing the balance. This information has been provided to [redacted] and she is satisfied with this resolution. Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint. Sincerely, [redacted]Verizon SW Executive Relations ###-###-#### EXT[redacted]

Review: On June [redacted], 2015, I switched from [redacted] to Verizon FIOS. An agent came to my house an convinced me to switch because of a promotion that Verizon was offering. The promotion was for a $400 [redacted] Prepaid card. I was told to wait 2-3 months for the card to be mailed to my house. Now it is 3 months later, and I called to check up on the status of the Prepaid Card. I was then told that the bundle package I have does not have the $400 [redacted] promotion. I selected the package because the Verizon representative assured me that with this package, I would be receiving the [redacted] Card. I would never have switched cable companies if it were not for that promotion being offered. I asked if I could cancel my service, and they are telling me that there would be a penalty. I am now stuck with this service for 2 years. This is not right and I feel that I was lied to and manipulated.Desired Settlement: I would like for Verizon to honor the promotion that was offered to me.

Business

Response:

9/**/15 Verizon Appeals representative called and spoke with [redacted] who said D2D rep told him he was getting $400 gift card. Order was placed on 06/**/15. A triple play for $64.00 Custom TV, FDV & Voice. [redacted] was sent an order confirmation & was received. [redacted] got lower price and was not eligible for the gift card. The representative made [redacted] an offer of either leave as it, or would lose the $25.99 discount pay rate of $89.99 & would see about getting him a discount. [redacted] said no, he wants out of his contract. The representative advised [redacted] with the 20 days before installation and 14 days from installation he had 34 days to get out of contract. [redacted] has no receipt or anything from the sales representative saying he would get a $400 card. [redacted] did not like any of the options the Appeals representative offered and requested to speak with a supervisor. Verizon Acting Supervisor completed the request for a Supervisor callback speaking with [redacted]. Unfortunately the Supervisor had to confirm/re-iterate/sustain everything the Appeals representative had told [redacted]. There is no way we can possibly get him a reward card, add any more discounts, or waive the ETF. With the $64.00 Triple Play he has, his account is set up the absolute least expensive way we possibly can. He was still upset and feels that the Sales Rep lied to him "scammed" him into switching over to us. The Supervisor apologized profusely, but confirmed again that we cannot do anything relative to the Reward card, waiving the ETF and /or adding any additional discounts. He then asked if we can renew the $49.99 free Fully Loaded Entertainment Pack next year. I advised him the that promotion does not expire until June [redacted], 2016 and we do not know if we would be able to renew it until it expires. The Supervisor told him that if it is available, we will certainly offer it to him again. [redacted] was given the Supervisor's contact information and advised he can contact him directly at that time or any time to discuss any future concerns. The Supervisor also sent [redacted] an email with their contact information.[redacted] stated he had technical problems with the service that were not part of the original complaint. Those issues have been referred to Verizon Fiber Solution Center Appeals representative to follow up and resolve with the customer.Joyce D[redacted]Verizon Executive Relations Sr. Analyst?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This issue is not resolved, and I am still without my $400 gift card that was promised to me. The sales rep (Ian) who came to my house to get me to switch to Verizon used the gift card as a strong selling point. He even calculated how much I would have to pay [redacted] in order to break my contract. He explained that the $400 gift card would more than make up for the cost of breaking the contract with [redacted]. The sales rep told me that if I pick this particular package at the currently rate I am paying, I would receive the $400 gift card with 2-3 months. I would never have switched from [redacted] if this promotion wasn't offered. This is either poor training on Verizon's part, or it was a sales rep that scammed me into switching by offering something that he knew was incorrect. The sales rep also did not leave me with a sales receipt or a written list of everything that he sold me. I kept all of the documents that he gave me and this was not a part of the documents he gave me. Joyce D[redacted]'s response to Revdex.com states that I was given an option to pay more per month ($89.99) and then I would be eligible for the gift card. This doesn't make sense because if that was the initial offer that the sales rep told me about, I would never have switched from [redacted]. I only switched because of the package price I was quoted also came with the $400 gift card. It would not make sense for me to pay more for Verizon and break my contract with [redacted] and have to pay them as well. As for the email confirmation, that was mentioned in the reply letter from Verizon to Revdex.com, how is a customer to know that the promotion would be listed or not listed? The sales rep told me to check the email to make sure that the installation date was correct and that the services (phone, tv, internet) were correct as well. He never mentioned that the promotion would be listed there as well. As a new customer to Verizon, how would I know that the promotion would be listed? On top of that, I was told only after waiting 3 months (sales rep told me to call Verizon if I had not gotten my card in 3 months), that the promotion would have been listed in that email. By that time, I was not able to terminate my contract.Since this issue, I have had to call Verizon several times in order to resolve technical issues with my services. The email confirmations (which I was told to read carefully) have been incorrect. Because I know that I have to get everything in writing, I called yesterday (October **) in order to receive an email with the correct information that was quoted to me by Chenelle D[redacted] (Verizon Corporate Retention Team) on October **. The customer service rep and her supervisor were not able to send me an email with the correct information. In fact, the supervisor told me that there was an "error" and that they would have to resolve the issue the next day. I gave him my contact information and he told me he would call me between 4:30 and 5. It is now past 5 and I have not received a call from him. I only bring this situation up because I was told that I should have closely read the email confirmation to look for the $400 gift card, yet Verizon's email system is flawed because it continues to send out emails with incorrect information. I still have not received the correct email for this issue. I feel that Verizon should either honor the promotion that their sales rep offered me, or they should let me out of my contract because I switched to them under false pretenses. They told me false information to get me to sign up and then they will not let me get out of the contract. This does feel like a scam to me. Verizon offered a promotion to me in order to get my business and then refuse to honor that promotion or even let me leave the company without a penalty. This type of business behavior is unethical. I will continue to pursue resolution to this problem until I am either given what was offered to me ($400 gift card) or they let me out of my contract. I do not trust what Verizon tells me because they have given me false information time and again. I do not want to do business with Verizon, yet I am not able to get out of my contract without a penalty. This just does not seem right to me.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Verizon reopened the investigation and again found unfortunately Verizon does not have any LEC or other discounts to offer Shaun Okawa. Verizon will also be unable to waive the Early Termination Fee (ETF) if the customer cancels service. On October 21, 2015, Verizon supervisor completed the customers request for a Supervisor callback. The Supervisor spoke with [redacted] and confirmed/re-iterate/sustained everything he had been previously told. Verizon can not get him a reward card, add any more discounts, or waive the ETF. With the $64.00 Triple Play bundle [redacted] has, his account set up the absolute least expensive way Verizon possibly can. [redacted] was still upset and feels that the Sales Representative lied to him "scammed" him into switching over to Verizon. The Supervisor apologized profusely, but confirmed again that Verizon cannot do anything relative to the Reward card, waiving the ETF and /or adding any additional discounts. [redacted] then asked if Verizon can renew the $49.99 free Fully Loaded Entertainment Pack next year. The Supervisor advised him the that promotion does not expire until June [redacted], 2016 and we do not know if we would be able to renew it until it expires. [redacted] was advised that if it is available, we will certainly offer it to him again. The Supervisor provided [redacted] his contact information and advised he can contact him directly at that time or any time to discuss any future concerns. The Supervisor also sent [redacted] an email with his contact info. Joyce D[redacted]Verizon Executive Relations Sr. Analyst

On November ** I notified Verizon that my landline was not working. They gave me an appointment for a visit by a technician 8 days later, December *. They also told me the problem was probably at Verizon not at my building. The repair man found no problem in my apartment or the building. He said it was certainly at Verizon's end and my service would be restored within 24 hours. It is now 11 days since I had service and I have not even received a message from Verizon.

I have no other way to make long distance or international calls so this has impacted my life.

I have no doubt I would not be treated like this if I were a corporation or a wealthy, important person.

The company is an insult to its customers: except for the repairman, I have never received polite, helpful service at Verizon's stores. The website is absolutely the worst, most unnecessarily complicated one I have ever come across, and parts of it are not operational. You can only communicate with robots.

It's shocking and immoral that a CEO can make $18 million while presiding over such a poorly-run corporation.

Review: We have been a customer for Verizon for years with phone service ,and VERIZON FIOS since it was offered in our area in July 2009. In February 2014 I contacted Verizon FIOS about lowering my bill, which I have doe in the past because if you dot the rates will go up without notice, they gave me the option to lower the rates by signing an additional 2 year contract, which I had no problem accepting because that's the way it works as I said We have been Verizon customers for years. In May 2014 my wife's company offered her to relocate to Columbus,[redacted] or fear of being laid off, so clearly the best decision was to relocate. We moved to Columbus,OH on 8/**/14 , we returned our cable accessories to Verizon, in [redacted] ad paid our final bill, upon returning the accessories I asked if VERIZON FIOS, was available in [redacted] we were told it was not. On 10/**/14 we received a bill for 216.01 from Verizon, I called to ask the charges ad they said it was for the remaining 19 months of the contract, I explained that we didn't drop the service, because of competitors rates or satellite TV, we had to relocate, they said that was not an acceptable reason, I spoke to a [redacted] Patricia, who told me her [redacted] would call in 48 hours well after not hearing by WED, I called back and spoke to a [redacted] in ** office she informed me this was policy and that we received an email and a notice in the mail with the regulations of the contract to which I never received, when I asked what email address they had they had the wrong address as of 11/*/14 I have still not received anything that they said they would send. I asked to speak to [redacted] she said she had no one above her but the [redacted] when I asked for his email and number she hung up on me. I fid it very difficult to believe that no one between [redacted] and [redacted] exists to which I can take my plea to. Twice I was told this information would be sent,they said the charges were for the service, what service?? I disconnected itDesired Settlement: I would like the 216.01 charge to be removed from my account. They said the remaining charges were for the final 19 months, for what?? I don't have the service, I would gladly use Verizon if they were available in **, but they are not, we needed to relocate, and I would also like an apology from [redacted] for hanging up on me. I wanted answers and she refused to give them to me.

Business

Response:

On November *, 2014 we spoke with Mr. Becker acknowledging receipt of complaint filed with the Revdex.com. On November *, our representative spoke with the customer, apologized and explained we are unable to waive the Early Termination Fee due to their relocation to a different state. Our records show the customer spoke previously with our representatives previously who explained and advised the charge is valid. In February 2014 the customer agreed to a 2 year contract. Under the 2 year contract, he was receiving monthly discounts. Upon installation of service, the customer received an email order confirmation which detailed the services and Terms of Service Agreement including the Early Termination Fee. The representative emailed the order confirmation of his consent. The customer was advised the Early Termination Fee is a valid charge. The customer will call back regarding the payment arrangements.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]VERIZON, did in fact return my call, I still am not satisfied with the reasoning and believe it is unfair, when I told them that I would pay the balance out over the remaining length of the agreement 19 months, there was a long pause and the person I spoke with said I had to speak with the collections or accounts receivable office, when they called they said that they wont do that length of a payout they will only do 6 months. Well how is that fair?? They want me to pay for the remaining 19 months but they won't let me pay it out the full agreement? no where on there agreement( which they finally sent me after I requested it 3 times over the course of all this) does it say upon cancellation is payment due in full, or does it say that payment arrangements can only be done in 6 months. However if they will meet me half way and cut the termination fee in half from 216.01 to 108.01 I will pay it in full.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Subscribers with Term Plans; Early Termination Fee. EXCEPT AS OTHERWISE SET FORTH IN THIS AGREEMENT, IF YOUR BROADBAND SERVICE OR ANY COMPONENT OF A BUNDLED SERVICE PLAN IS TERMINATED BY YOU OR BY US AS A RESULT OF VIOLATION BY YOU OF THIS AGREEMENT BEFORE COMPLETING YOUR TERM PLAN, THEN YOU AGREE TO PAY VERIZON THE EARLY TERMINATION FEE SET FORTH IN THE PRICING PLAN YOU HAVE CHOSEN. If you terminate Service at your location, your existing Term Plan cannot be carried over to a new Service location. This Agreement becomes binding when you accept this Agreement. You accept this Agreement and Verizon’s terms and charges when you subscribe to, use or pay for the Services or tell us orally or through written or electronic means that you accept the Agreement. IF YOU DO NOT AGREE TO THESE TERMS AND CONDITIONS, DO NOT USE THE SERVICE AND CONTACT US IMMEDIATELY TO TERMINATE IT. YOU WILL BE RESPONSIBLE FOR ANY CHARGES ASSOCIATED WITH THE SERVICE UNTIL THE SERVICE CANCELLATIONPrices and Fees. You agree to pay us for the Service at the prices and charges that are billed to you. Billing for the Service will begin automatically (i) upon installation of the Service if the Service is installed by Verizon or (ii) on the Due Date established by Verizon (after the equipment has been delivered) if the Service is self-installed by you. Monthly recurring charges will be billed one month in advance. All charges due are payable in immediately available U.S.Payment. You must pay all bills or invoices on time (on or before the due date). We do not waive our right to collect the full amount due if you pay late or if you pay only a part of the bill. There are other terms and conditions that are a necessary part of your agreement which you should review. Those terms are available at verizon.com/terms and are also provided on or before the installation of your FiOS services. If you are a new customer and you don't agree to those additional terms, you can cancel your order before your services are installed. without an early termination fee.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]what does this mean to me? None of this was presented to me at the time , nor did I sign anything, and this most certainly wasn't read to me..nor was this in my final bill statement.This writing means nothing because I am only receicing this 3 months after the fact, how do I know this wasn't wriiten up after the fact? I have no way of knowing this. My offer still stands I will pay half of the $216.01 balance (108.01) and close the account as fully paid, or 19 monthly payments until the balance is paid to fulfill my agreement.with no interest or late fees ...I'm not sure why a big Company like Verizon feels the need to try and collect money for services they are not providing, they expect anyone to pay them because ...why? I am not getting any service, because it is not available here

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ran my [redacted] credit report and noticed that a second Verizon account was listed. When I called the number and gave the information to the rep - I was asked if my name was ______ - a different name. I told them that was not my name. but they have an account linked to my SSN and listed it in collections on my credit report. They asked me to fax them proof that this was not my account, and proof of residency. Which was od because I had Verizon service at the same time of this other person in a different state. The rep also stated that there was no SSN linked to that Verizon account -Verizon had placed it on my credit report in error - "wrong name / missed name" reporting.

I have been disputing my own Verizon account since July 2014. They have still refused to resolve that case and then this one pops up! Verizon is a company with no integrity!

After faxing that information requested I received a letter stating that it would be removed from y credit history. The next day I received a phone call from the account verification department wanting to conduct an "interview" they asked for my full name, dob, drivers license number. When I quested why they needed this information they stated b/c I was disputing the Verizon accts. I told the rep I am disputing the amount that stated I owe on one account the other account is not mine! I asked if they received my faxed paperwork and told them I already received a letter via email and asked if he wanted me to fax him that information. He said no that if I did not finish the "interview" that the information would remain on my credit report. I told him that was not true and asked to speak with a supervisor. He told me no supervisor was available and asked if I wanted a team lead. I spoke with the team lead whom again told me I needed to answer that information and I again told him about the email I received. I asked again if he wanted me to fax it to him or if he needed to communicate with his place of employment. I faxed him the documents. He then stated that I needed to speak with someone in a different department about the account I was disputing the charges for. I called back later to make sure they received the fax - and was asked if I believed it as identify theft. I told them no, it was a lack of integrity - your company placed someone else account on my credit report - because they lack an ethical code of conduct. I asked to speak with a supervisor and again was told one was there but not able to speak with me and needed 24 hours to return my call.Desired Settlement: Not only do I want this item, that was negligently placed on my credit report ($675) removed. I also want a letter of apology for the hassle, time and derogatory credit reporting. I also want the second account - that I have been disputing disputing since July 2014 resolved.

Business

Response:

We spoke with the customer and apologized for the inconvenience. A deletion letter was emailed on April **, 2015 that a request was submitted to delete the information from the customer's credit report with all three credit reporting agencies for the address on file. The account has been updated in our system. The customer said this was the second incident. The valid account holder on the account is a family member whose first name begins with the letter *. It was explained without the Social Security number of the disputer, the account could be co-mingled again. We checked the three credit reporting agencies and only one account reports is in the customer's name which was correctly reported. This information was emailed to the customer on April **, 2015.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This response makes it sound like the company bears no real responsibility. Therefore, giving an empty apology. However, the letter that was emailed to me never apologized for the other persons account being on my [redacted] credit report. It just stated that the account was removed but took no responsibility for the improper placement. If customers have the same first initial and last name (but Verizon failed to add a SSN to the account) then the account could be placed on anyone's credit report. Two relatives, DO NOT share the same SSN - that's why this information is used when opening an account - right?? This is unacceptable. And to state that it could happen again further details my outrage about this company's negligence and inaccurate credit reporting practices. If Verizon had done its due diligence and added all the correct information this would not have happened, but to not do that and state that it could happen again - is harmful, negligent and counterproductive. The second account isn't even mentioned in the response, which again goes to my point regarding their lack of concern, poor response and customer service. I have contacted my States Attorney regarding the second account, and if that doesn't resolve it I will see them in small claims court.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Calls to Verizon service representatives get connected after 15 minutes or more. They invariably put you on hold for something and then the call gets disconnected. This has happened to me 4 out of my 5 last calls. They do not call back even when I provide my number and ask them to call back in case the call gets disconnected. Any request to talk to the managers gets the standard response - managers are in a meeting, they are too busy to talk to you.

A call to Verizon ends up in wasting 30 - 60 minutes of one's time, without being able to accomplish anything. On top of it, it causes anger and frustration on having to waste so much time.Desired Settlement: If Verizon is not able to provide resolutions to customer requests via phone calls, they should allow us to reach them via email so that we do not waste our time.

Business

Response:

On May **, 2016, our billing representative spoke with [redacted] who placed Better Business Escalation due to his requesting a shipping box and label to return the Set Top Box (STB). Customer claims we never sent the shipping box to return equipment. He is unhappy with the customer experience. Our billing representative assured the customer they would make sure he gets the box to return STB. [redacted] was looking to reduce his bill and we adjusted billing in the amount of $22.90 for 18 months which covers for a discount until the end of his contract in October 2017 and he is satisfied with the resolution.

Review: Was told by salesperson I would get the extreme television plan, plus internet, plus landline for same price $85.00 They gave me an inferior television plan and now tell me that I have to pay more money for the extreme television plan.Desired Settlement: I would like for them to come up with a realistic price for the extreme television plan, the internet, and the landline. This whole thing started on Sunday March **, 2015 and I have visited the Store the Verizon Store on [redacted]. 6 times to complain, and as of this date nothing has been resolved

Business

Response:

[redacted] was given a credit of $69.99 for the activation fee and $120.00 for missing bundle discount total credits $189.99. [redacted] will see credits on his 5/**/15 bill.

I went in to the Verizon Store to sign up for Verizon Fios for my home. I informed the representative of my needs and he quoted me a price of $162. After entering the information into his system the price had jumped to $173. He claimed the jump was because of 2 fees he forgot about. I later looked at my estimated bill on the website and it said $185 for 3 tv's. I told the representative I had 4 televisions. Verizon was going to charge me another $12 for the cable box raising my bill to $200/month; almost $40 dollars more per month than what I signed a contract for.

Additionally, the representative and myself set an installation date for October ** between 3-7 to match my work schedule. The installation date on the website was the [redacted] between 1-5 when I had work. The next available install date to match my schedule was not until November.